Senior Manager, Quality, Volume Tiers

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. Own and execute the Volume Tier quality strategy aligned to critical priorities including breaking silos, stakeholder alignment, a clear operating model, and measurable impact .

Posted 10/5/2026full-timeRemote • IrelandSenior💰 €128,000 - €160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing large-scale, multilingual Quality Assurance programs and leading globally distributed teams. Proficient in applying quality methodologies and deploying AI-assisted QA tools to drive measurable improvements in customer satisfaction metrics.

Highest-signal resume keywords

12+ Years Experience In Customer Support5+ Years Managing Globally Distributed QA TeamsDeep Expertise In Quality MethodologiesExperience With QA Tooling PlatformsCOPC Certification Or Six Sigma Green/Black Belt

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceRoot Cause AnalysisKPI ReportingQuality MethodologiesAI/ML Assisted QA ToolsPerformance Improvement PlansCalibration ManagementNPS/CSAT ImprovementProgram ManagementChange Management

Soft Skills

Executive PresenceStakeholder EngagementTeam LeadershipInfluencing SkillsCross-Regional Collaboration

Tools & Technologies

Observe.AIAutoQAQA Tooling Platforms

Certifications & Qualifications

COPC CertificationSix Sigma Green BeltSix Sigma Black Belt

Industry Keywords

Contact Center OperationsBPO Governance ModelsMultilingual QA ProgramsHigh-Growth Tech EnvironmentQuality Transformation

About the role

Key responsibilities & impact

Own and execute the Volume Tier quality strategy aligned to critical priorities including breaking silos, stakeholder alignment, a clear operating model, and measurable impact
Consolidate fragmented QA frameworks across Global English and Rest of World into a unified operating model
Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums
Oversee QA evaluation execution across all Volume Tier partner sites globally
Lead root cause analysis on systemic failures and translate QA findings into product, process, and policy recommendations
Formalize and operate Audit the Auditor controls
Ensure every evaluation closes with a documented coaching action and measure performance improvement
Establish automated KPI reporting across all Volume Tier sites, tiers, and languages
Unify NPS detractor analysis across Global English and Rest of World
Build and govern a Partner QA Performance Scorecard
Lead deployment of AutoQA via Observe.AI across Volume Tiers
Build and govern accountability frameworks for AI-assisted quality tools and processes
Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
Foster a One-Quality-Team culture through shared practices, cross-regional learning, and knowledge sharing
Set expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement
Partner with peers to ensure one consistent quality voice across the portfolio

Requirements

What you’ll need

12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs
5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment
Bachelor's Degree or equivalent experience, preferably in related field
Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment
Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean)
Proven ability to apply quality methodologies to high-volume, complex support environments
Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations
Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
Strong executive presence and ability to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive alignment across stakeholders
Experience managing vendor partner governance, including calibration oversight, performance improvement plans, and escalation frameworks
Preferred: COPC certification; Six Sigma Green or Black Belt
Preferred: Experience with Observe.AI
Preferred: Background in program management, change management, or organizational design within a high-growth tech environment
Preferred: Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)

Benefits

Comp & perks

Bonus eligibility
Equity eligibility
Benefits
Employee Travel Credits
Reasonable accommodations throughout the recruitment process for applicants with disabilities